Price lock - Incompetency and poor service

I've been a happy client for many years until now. I accepted the price lock option with ultra decoder and installation. This was already ordered in May 2021, however up until now I've not received anything. I've reported it a countless number of times with the following details : PRICE LOCK DELIVERY - ***0 - Ref ***7. Agents phone me and assure they are working on the problem, which I appreciate, but it gives false hope, because no follow up confirmation is ever received and it is really becoming frustrating. But the issue is that the decoder gets sent to the installer. It then gets lost somehow and never comes to the actual customer. It really is not fair to wait this long. Please can I get an urgent solution to this very poor service and actually receive what I pay for, as the decoder has already been activated on my account somehow??